How can I reach you?
We are here Monday thru Friday from 10am - 6pm EST to answer any and all questions. Come see us!
For design consultations, you will need to book an appointment ahead of time.
In person: 133 Norfolk St New York, NY 10002
On the phone: (917) 397-2271
How Can I order a custom piece?
I need some design help! Do you do in-home consultations or on-site visits?
Absolutely! For a consultation fee of $150, we are able to bring our artists and experts into your home, shop, site visit, anything :) If you want to get in touch, just send us an email at email@example.com or give us a ring at (917) 397-2271..
If you need some help with a project on the design front, our design consulting fee starts at $75, depending on what you need.
Materials, Design + Production
Where are your products made and manufactured?
We design and create the majority of our creations out of our NYC studio with a lot of love, although there are some elements of production that are sourced from around the world and shipped out of our studio to your homes. :)
What is the difference between glass neon and LED neon?
Traditional glass neon, is made out of glass and filled with gas to light up. This is the glass neon “glo” you’re probably imagining in your head. It’s beautiful and classic. Due to the fragile nature of the glass we do suggest you let us handle installation, or make sure someone who is comfortable with neon is handling it.
LED neon is made out of LED lights enclosed within an acrylic casing. Since it isn’t made of glass it is super durable, and easy to install yourself. Many clients who are looking for items in children's rooms, events, or just something less permanent go with this option. Both are designed for indoor use.
We think we’re pretty good at making neons, but there are some bends, curves and sizes that we just can't make. We'll let you know if we run into this issue with your custom design.
Is glass neon fragile?
Glass neon is the highest quality neon that you can get, but it can be a bit more delicate and requires some additional TLC. (It is glass, after all.)
Here are some tips: Always clean your piece with a feather duster or a dry cloth (never use a liquid soap), and make sure you unplug your piece before cleaning it. If you need to clean the plastic backing, use a plexiglass cleaner with a soft cloth.
Extreme heat, cold, electrical surges or inconsistencies in electrical supply can also affect the life of your glass neon pieces.
How is glass neon made?
To make glass neon, we bend hollow glass tubes over fire. Then, we add air into the tube and work with gravity to carefully bend the glass into its final form. Groovy, right?
The colorful glow comes from the argon (blue) and neon (red) gasses trapped inside tubes, which are coated in fluorescent powders to create the other colors that you see.
We do most of our bending and our final product assembly at our studio in New York.
Do your custom pieces differ from your regular products?
Oh yes! We can make whatever you want within the laws of physics. Go wild! Check out our Text Designer or All Custom Everything pages on our homepage, or look at our different collections for inspiration. You can always just give us a ring or email if you’ve got other ideas!
Orders & Payment
How can I check my order status?
When your order ships, we’ll send you an email notification that contains a tracking number for your piece.
How can I pay for my piece?
We take all major credit cards and debit cards through our Shopify-powered site. If you’re more comfy paying over the phone, just give us a call.
What is your return policy?
Since all of our work is handmade, everything is final sale. However, should you be unhappy with your piece, please refer to our Refund policy.
Is there a warranty?
All of our products come with a 1-year warranty on electrical components. Please read our Refund policy for details.
Because we make everything by hand, small imperfections may sometimes be visible on your piece, and that’s totally normal. (Plus, they disappear when your piece lights up.)
Shipping & Installation
I just bought a new friend! Now what happens?
Congratulations, let’s GLO!
The G/L/O Shop: If you have placed an order with our online shop, you will receive an email confirmation immediately.
Custom Shop: If you ordered a custom text piece through our custom design shop, you will receive your order confirmation email as quickly as we can process it (typically 24-48 hours). Please allow 3 – 6 weeks for us to prepare your piece for shipment. Timing varies widely by size, type and shipping destination.
Special Projects: If you’ve requested a quote through our creative studio, we will email it to you within a few business days, along with any questions and clarifications we have for your request.
Rush Orders: If you need your piece by a specific date for an event, we are happy to expedite production for a rush fee. Email us at firstname.lastname@example.org to inquire about rush orders.
We will send you a tracking number once your order has shipped, so you can follow it to your front door.
How will I know when my new friend has shipped?
Once your order has shipped, you will receive a tracking number so you can follow it to your front door.
Where do you ship?
We ship worldwide. Depending on the complexity and size of your piece we may be in touch to further discuss shipping needs and fees.
Will my piece come with a power supply?
All LED neon pieces come with a 12v power supply and a U.S.-compatible plug. The size of the power supply varies depending on the size of your piece.
All Glass neon pieces come with a 120v transformer and a U.S.-compatible plug. The size of the transformer varies depending on the size of your piece.
We are happy to accommodate international plugs upon request; additional fees may apply.
How is my piece shipped?
We package and ship our friends in the most secure possible way—and that includes hand-making the boxes for custom pieces. Don’t worry, we do this all the time. :)
Glass neon is packed with hand-cut foam inside custom-made boxes, while our more durable LED neons are bubble-wrapped and packed inside standard cardboard boxes.
If you are ordering multiple items, please note that every piece will be shipped individually. Costs will be reflected in the shipping price.
Do you offer installation?
We offer installation services within a limited Tri-state area (see our map here).
Scheduling installations typically take between 1-2 weeks, due to our limited availability and high demand.
That said, coordinating an installation takes place throughout the design process. This is because the details of the installation often has an impact on the final design and price.
We share standard installation rates when providing quotes and pricing is also available on our website when designing a piece on our custom page. But we're dealing with custom work, so please note that variables like size, design complexity and on-site conditions (ex. height, location, accessibility and other technical requirements) may impact the final price. Our team will flag these additional costs to you as they arise.
We hope you understand that we do not always have the information we need upfront until we're in the coordination process. Please know that we do our best to make this process as simple and clear as possible.
Product Care + Installation
How do I install my new friend?
Each piece will be delivered with installation instructions, plus a power supply and U.S.-compatible plug, and mounting hardware for drywall.
For glass neons, especially, we suggest professional installation. Our neon installation team is available to safely install your new friend for an additional fee — that way we can guarantee that your piece makes it onto your wall safely.
Unfortunately, we do not cover glass neon pieces that are broken during self-installation.
We typically suggest #8 screws with anchors for most LED neon pieces, but each installation is unique to the wall that it gets mounted onto. If you have any questions at all, we're happy to advise on what's best. Just email or call us!
What does my piece come with?
Your piece will come with all necessary power supplies, including an on/off switch so you can get GLO-ing ASAP.
Each glass/LED neon comes with a power adapter with a 6 foot power cord by default.
If you ordered an LED neon, you'll also get an on/off switch or a dial dimmer, depending on the size.
How do I take care of my new friend?
Always clean your piece with a feather duster or a dry cloth. Never use a liquid soap! Make sure you unplug your piece before cleaning it, and if you need to clean the plastic or terrazzo backing, use a soft cloth. Use a plexi-glass cleaner if your backing is plastic.
Some things that can affect the lifespan of both GLASS and LED neons include: extreme heat or extreme cold, electrical surges, inconsistencies in the electrical supply, and mishandling in general. In short, just be gentle. :)